Aura Reviews 120

Customer service are amazing to deal with, super friendly, helpful and fast to respond, couldn’t recommend higher! Adam was exceptional at getting back to me.

I bought an Aura Frame for my mother about a year ago because she loves seeing photos of her family but struggles with technical things. When it suddenly stopped working, I was worried she’d lose this daily joy. It turned out to be the power supply. Aura’s team quickly diagnosed the issue and sent me a replacement for free. The frame works perfectly again, and my mom is so happy to have her memories back. I’m deeply grateful for a company that stands behind their product and makes it easy to care for loved ones.

Ordered a monitor. They say dhl is sending it to my address , but nothing happens after that.
Dhl is directing me back to aura.com, but they dont do anything to get the shipping process started; if they send anything at all.

Our Aura Frame stopped working. I tried troubleshooting the problem myself by changing to a different network. I knew enough to try changing to a 2.4GHz network but it kept “looking for frame,” I finally contacted Support and was assigned to Faustine who asked questions to analyze the problem. This took a couple of back and forth emails where Faustine took a very methodical approach. She decided to send us a new power cord free of charge. Our problem was solved! Aura Frames provides the absolute best customer service. I was afraid I’d have to do a factory reset and lose all of our pictures, but no! Faustine to the rescue.

Even with customer service, the Aura IS NOT user friendly. Whether shuffle, chronological, factory reset, etc., the unit continues to repeat some pictures, while not playing others. I have 140 pictures (they say up to 500) in the frame. You are a victim of this Chinese company: you can't adjust, set order of play, etc. My sister and 2 friends have one, and each have the exact same problem, probably simple to fix at the IT level - but Aura doesn't care. I bought it for my wife's sudden, tragic death to display at the memorial. Only made the sad day worse. DO NOT BUY! I had to tell people at the funeral "No, wait! There're other pictures! Don't walk away from the pictures! The Aura is shit! It keeps repeating pictures!" Aura customer service response was "Display (ALL 140 PICTURES!") for 1 minute instead of 15 seconds" Yup, tell your guests to stand there for 2+ hours. That's how they fixed the flaw! Thanks, Aura

I received an email stating my purchase shipped, when I finally received a tracking number it states on the UPS website that a label was created on 5/22/25, but the package was never given to the carrier. I’ve inquired several times and received a generalized email saying yes your package shipped.
I am concerned that they’ve probably taken my money with no intention of sending me my purchase. If they do not correct this immediately, I will go on a campaign to disclose publicly, and may even pursue legal counsel.

SCAM WARNING. I have been scammed by AURA displays. They were unable to fulfil my order but refuse to refund the £450+ I have paid for the item. Be warned this is not a proper company and I’m not even sure where I can go to get my money back.

Had a look at their website and added an item to see shipping times. They didn't fit my requirement so I cleared my cart and closed the browser tab. About an hour later I receive an email letting me know I left something in the cart.

What? Get stuffed. I didn't sign up or agree to any email communication at all. This company will take and use your data without your permission.

Beware.

I bought a display and have had trouble setting it up. My email was returned with a cut and paste "check these things". I still had trouble and requested to speak with someone to troubleshoot what I was missing in the set up. I did not receive a response. I am returning - new and in perfect condition because of lack of customer service. Very disappointing.

I purchased one of these frames from Costco about 2 years ago. It was a bit tricky to set up and add the family, but once done, it's great. We time it come on each day. We send photos whilst in holiday, I absolutely love it.

My experience was excellent. Jay answered my initial inquiry regarding a faulty picture and sent a new cord. My kids sent me a new Aura Frame as the replacement cord didn’t resolve the issue. I set up my new aura Frame and Lisa quickly facilitated transferring all my old pictures to my new frame, at 7:30 pm. I am thrilled with the response and quick resolution. Thank you!

Best customer service!
My siblings and I have purchased many Aura Frames for our parents and cousins so I already knew how wonderful the frame itself is. The fact that it holds so many pictures and you can pause on a picture to look longer is a great feature. So, to say I was excited to see an Aura Frame up for auction at a cancer fundraiser I was at would be accurate and then when I won it, you'd think I'd won the lottery! (In my mind I had. Lol)
When I got it home and found it had belonged to someone else and I wasn't able to get it to connect to the Internet I was disappointed but thought I'd contact customer service to see if they could give me direction. Amin advised me the company doesn't usually support second hand frames that weren't purchased from Aura or an authorized dealer but would try their best to help. After getting further information about the frame Amin suggested I try to do a factory reset and told me how to do it and asked that I let them know how it went. After trying many times with no success Amin had Chelsey join in on the email conversation. Keep in mind they aren't really to be helping me and yet they went above and beyond any customer service representatives that I have ever dealt with. Thanks to them they are making a one time exception and I will be receiving a pre-loved frame at no further cost to me. They have my business for life and you know I will be referring them to anyone and everyone.
Exceptionally grateful customer
MBK

Absolutely outstanding customer service! I accidentally damaged my Aura frame, and the screen was broken. I reached out to their support team through the website, and within just 4 hours, I received a response. Although they couldn’t repair my frame, they offered me a brand new one—FREE of charge! This was despite the fact that the damage was my own fault, not a defect with the product. I’m beyond impressed and incredibly grateful. A special shoutout to Hajar from the customer service team for being so helpful and kind!

I wholeheartedly recommend Aura frames. We have the Carver Mat model, and the photos look stunning on the screen. Plus, the app is super user-friendly. It’s been a fantastic way for our toddler to connect with his relatives who live far away—it’s something we use every day and truly love!

Rey from support answered promptly and clearly. He patiently answered my original and successive questions thoroughly with an abundance of knowledge.

Super support.

I bought two of their frames in the space of 18 months. As soon as the 1 year mark was up BOTH frames are literally not turning on. Nothing I do to reset or anything that is mentioned online seems to work. There is no existing customer service that I’m aware of. I don’t really see a number for them online. Which stay away from this product.

I sincerely appreciate the exceptional customer service that I received from your team, particularly from Gia, regarding my recent issue with my Aura frame. After encountering a problem where the device went black, I reached out via your website’s chat feature on a Friday evening. I had diligently followed the troubleshooting recommendations before contacting support and certainly did not anticipate a response until the following Monday.

To my astonishment, I received an email from customer service early Saturday afternoon, inquiring if I had attempted the troubleshooting steps. Upon confirming that I had, Gia promptly provided me with clear instructions on how to request a replacement cord at no charge. I received the cord within a week.

I cannot thank you enough for the swift response, Gia's pleasantness, and the straightforward directions that helped me resolve the issue efficiently. I am once again able to enjoy the cherished memories captured by my family and friends once again.

Thank you for prioritizing customer satisfaction and fostering a responsive support team.

I had an outstanding experience with Aura Frames’ customer service team.. specifically with Farzana recently. From the moment I reached out, the staff was incredibly patient, accommodating, and genuinely helpful. They took the time to address my questions & problems thoroughly and went above and beyond to ensure I had the best experience possible. It’s rare to find such a responsive and customer-focused team, and I truly appreciate their dedication to making everything seamless. If you’re considering an Aura Frame, rest assured that their customer support is just as impressive as their product. Highly recommend!

I had two issues with my frame. First the power cord failed and then the screen of the frame got distorted so the pictures didn't show clearly. The power cord was immediately replaced for free. For the frame, even though it was no longer under warranty it was also replaced. So while I had some issues with the product they were immediately taken care of. We really like having the digital frame and think it's a great product and the customer service is top notch!

Aura may have the best customer service I have ever seen. Having trouble with our Aura (just would not come on - blank screen). So I contacted them to get suggestions and nothing seemed to work. So they just sent me a new one! Not sure how old our original Aura frame was but least several years. Unbelievable Customer Service. I will be recommending Aura to everyone I know. Well Done!

Highly recommend Aura for the excellent quality of the photo frame and ease of use but also for their first class after care.
My frame stopped working outside of the guarantee period. Aura’s online troubleshooting tips were easy to follow but didn’t solve the issue. I used the link to their chat line and after following the instructions given again the screen remained black. I was told an email would be sent by customer services shortly which came early next morning (I made initial contact late in the day just before office hours closed). They offered to send a new power cable free of charge to see if this worked.Very clear instructions given re next steps and completing the delivery details on the link to my pre filled order along with tracking facility. The cable arrived the following morning as promised and my frame is working perfectly again. I am very happy with the speed and ease of this resolution. Well done and thank you Aura.